Shipping & Returns

Shipping and Delivery Charges

This NeoStrata website (www.neostrata.com.au) services Australia only and we can only ship to Australian street or postal addresses.

We deliver products Australia wide using Australia Post Parcel Service. Orders are dispatched within 2 business days and shipping times are estimated at between 3-5 business days depending on your location within Australia.

If you have not received your order within the estimated delivery time, please contact us on 1800 631 283 or email info@neostrata.com.au.

Customer Service Policy

Customer service is very important to us. We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. Standard delivery timeframes are between 3-5 business days; in the event that an ordered item is out of stock or we are unable to fulfil your order we will notify you within 2 business days.

We believe in providing a fair and reasonable exchange policy to our customers if you’re not satisfied. Unfortunately we cannot exchange or refund Clearance and Sale items. Our returns policy is outlined below.

Our Return Policy

All returns must be made to RealDerma Pty Ltd (NeoStrata Australian Distributors) within 30 days of purchase for exchange. Please advise us within 14 days of receipt of your order of any discrepancies or damaged products. If 30% of the product has been used upon return, no refund or exchange can be given.

The customer is responsible for any shipping charges on returned goods unless the item(s) being returned are as a result of an error on behalf of RealDerma Pty Ltd or a quality issue.

It is always important to use products as directed on the label, but in the extreme case your skin shows signs of an allergic reaction please stop using the product immediately and contact us to speak to one of our consultants on 1800 631 283.

Guide to Returning Products

Contact our Customer Service Team on 1800 631 283 or email info@neostrata.com.au to discuss exchange of goods. You must speak with one of our Company representative prior to returning products. We will discuss with you whether a refund or replacement product is appropriate.

We will ask you to return the products to us and once we receive your returned product(s), we will issue your replacement within 5-7 business days.